Customer Support Specialist

About the role

Owkin is seeking a Customer Support Specialist to be the first point of contact for K‑Pro, its AI research platform used by major biopharma companies. You will handle incoming tickets during business hours, ensure SLA compliance, and help improve support processes with AI automation.

Key responsibilities

• Own the end‑to‑end support flow for all K‑Pro clients, triaging tickets, setting priorities and routing them to the appropriate teams.
• Maintain SLA performance by monitoring open tickets, escalating early when deadlines are at risk, and providing clear updates to users and Customer Success Managers.
• Diagnose issues directly with users, reproduce bugs, check data and configurations, and deliver actionable reports to engineers.
• Manage the K‑Pro help centre by writing, updating and retiring knowledge‑base articles.
• Identify automation opportunities, collaborate with R&Tech Operations to build AI‑assisted triage, routing and response‑drafting workflows.

Required profile

• Proven experience in technical or B2B SaaS support with enterprise clients and SLA‑bound environments.
• Strong technical curiosity; comfortable with APIs, logs, data, basic SQL or scripting.
• Excellent written and verbal communication, able to explain technical issues to scientists and engineers.
• Ability to follow runbooks, escalation paths and turn fixes into documentation.

Required skills

• Support tools such as Zendesk, Linear, PagerDuty (or equivalents).
• API usage and troubleshooting.
• Basic SQL or scripting.
• Experience with AI tooling for automated support workflows.

What we offer

• Flexible work organization with remote options across France, UK or Germany.
• Friendly, informal environment and an international team with high technical and scientific expertise.